Call Out Advisor - Boilers and A/C

Zuno; Leeds; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

30 days annual leave with holidays

Private medical cover

4 x salary Death in Service

Pension and salary sacrifice

Free refreshments and breakfast

Modern offices

Social events

Ongoing training and development

Job summary

Zuno is seeking a Call Out Advisor to be based in Leeds, handling customer inquiries and coordinating engineer visits. You will provide basic troubleshooting guidance and ensure timely, empathetic service across phone, email, and online platforms.

You will work with boilers, HVAC systems and EV chargers, supporting customers and engineers with clear communication, documentation, and timely follow-ups. Training and career progression are offered.

Qualifications

• Minimum of 1 year experience in customer service, preferably in a technical environment.
• Product knowledge of boilers, air conditioning, solar, heat pumps, or electrical vehicle chargers is advantageous and training will be provided.
• Excellent communication skills, both verbal and written.
• Strong organisational skills and ability to multitask under pressure.
• Ability to remain calm and professional in high-pressure situations.

Responsibilities

• Handle incoming requests from customers via phone, email, or online systems.
• Assess urgency and safety, prioritise accordingly.
• Schedule and dispatch qualified engineers or electricians to locations.
• Maintain clear, professional communication with customers throughout the callout process.
• Record and update customer details, logs, and statuses in the CRM.

Skills

Customer service

Technical environment

Clear communication

Organised multitasking

Calm under pressure

Tools

CRM software

Call management software

Job description

Call Out Advisor

About Zuno

When you join Zuno, you join more than a trailblazing installation company. You becomepart of a rapidly growing team of experts. A proud partner with E.ON, EDF Energy,Worcester Bosch, B&Q, Tesla, and Rangers/Watford Football Clubs – among others.Backed by Brookfield and a part of the HomeServe group, a team that works together toempower our customers' homes and lives.

Zuno offers...

• A great team culture – You will work across departments to make incrediblethings happen. Then, celebrate regularly with team socials and annual parties.
• A market-leading tech platform – Our team of developers is constantly improving our award-winning platform to support customers and engineers.
• Employee progression – We're passionate about our products and enjoy helping others. We also encourage extra training to support career progression.
• Customer champions – Our unique online journey empowers our customers. And through our award-winning app, we provide ongoing five-star support throughout the lifetime of our products.
• Award-winning products – We work with leading manufacturers to install high- quality products, with many being Which? and Quiet Mark approved.
• Global investors – We're proud to be backed by Brookfield and part of the HomeServe Group

Job Summary:

As a Callout Advisor based in our Leeds office, you will be a first point of contact for
customers who need assistance and support with their installed product. You’ll
carry out any relevant basic technical troubleshooting and where necessary
coordinate engineer/electrician visits. You’ll provide prompt and efficient support,
to customers vis email, phone or through our online platforms ensuring customer
satisfaction through effective communication and offering timely resolutions.

Key Responsibilities:

• Receive and handle incoming requests from customers via phone, email, oronline systems.
• Assess and prioritise requests based on urgency and safety.
• Schedule and dispatch qualified engineers or electricians to customerlocations promptly.
• Maintain clear, professional and empathetic communicationwith customers throughout the callout process.
• Record and update customer details, call logs, and job statuses accuratelyin our CRM system.
• Provide basic troubleshooting guidance to customers.
• Liaise between customers, engineers, and management to ensure smoothand timely resolution of issues.
• Monitor ongoing callouts and follow up with customers to confirm satisfactory completion of work.
• Identify recurring issues or customer feedback and report to management for process improvements.
• Adhere to all health and safety regulations and company policies during call handling and coordination.

Qualifications & Skills:

• A minimum of 1 year experience in customer service, preferably in atechnical environment.
• Product knowledge of boilers, air conditioning, solar, heat pumps, electricalvehicle chargers is an advantage however, a level of technical training on allproducts will be provided.
• Excellent communication skills, both verbal and written.
• Strong organisational skills and ability to multitask under pressure.
• Ability to remain calm and professional in high-pressure situations.
• Proficient in using call management software.
• Problem-solving mindset with attention to detail.
• Flexibility to work outside normal business hours.

Benefits

• 30 days annual leave + bank holidays
• Private medical cover with Aviva*
• 4 x salary Death in Service cover with Zurich*
• Enhanced family friendly leave
• Salary sacrifice pension matched up to 6%
• Free tea, coffee, fruit and breakfast
• Modern offices
• Social events
• Ongoing training and development opportunities